VERNECEIA M. DAVIS
Rockwall,TX
Summary
Experienced Customer Service and Technical Support Specialist dedicated to delivering exceptional service in fast-paced settings. Demonstrated expertise in effective communication, problem-solving, and building rapport with a wide range of customers. Adept in account management, technical support, order processing, and ensuring customer satisfaction. Proven track record in maintaining long-term customer relationships and achieving high customer retention rates.
Overview
13
13
years of professional experience
Work History
Remote Customer Service Agent
Chewy
05.2021 - Current
- Manage 50–100 daily inbound calls from pet parents, handling order placement, tracking, and replacements
- Resolve complaints with empathy and efficiency, often turning negative experiences into positive outcomes
- Advise on products based on customer needs, resulting in increased customer loyalty and satisfaction
- Process returns and refunds in accordance with company policies
Senior Advisor – iTunes Media Support
Apple
06.2016 - 12.2022
- Delivered expert-level remote support for Apple customers experiencing billing, download, or subscription issues
- Troubleshot and resolved account problems, unauthorized charges, and software glitches across multiple Apple platforms
- Documented cases thoroughly in Apple CRM for seamless follow-up
- Consistently met or exceeded customer satisfaction scores and support call metrics
Level 2 Technical Support Representative
Samsung Telecommunications America
06.2012 - 02.2016
- Handled inbound technical and customer service calls for smartphones and tablets
- Guided customers through device setup, repairs, and troubleshooting remotely
- Created service tickets, initiated RMA requests, and followed up on customer repair inquiries
- Delivered technical explanations in a clear, customer-friendly way to ensure understanding
Education
Bachelor Of Arts - Fashion Design & Marketing
Wade College
Dallas, TXHigh School Diploma -
Lincoln High School
Dallas, TX05.2004
Skills
- High-Volume Call Management
- Technical & Billing Support
- Order Processing & Fulfillment
- CRM Systems (Salesforce, Apple K-Base, proprietary tools)
- Troubleshooting & Remote Assistance
- Conflict Resolution & Customer Retention
- Detailed Documentation & Reporting
Timeline
Remote Customer Service Agent
Chewy
05.2021 - Current
Senior Advisor – iTunes Media Support
Apple
06.2016 - 12.2022
Level 2 Technical Support Representative
Samsung Telecommunications America
06.2012 - 02.2016
Bachelor Of Arts - Fashion Design & Marketing
Wade College
High School Diploma -
Lincoln High School
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